Page 113 - Becoming a Successful Manager

104 ESTABLISHING A SOLID DEPARTMENTAL FOUNDATION

Setting the Tone

It’s important to set the appropriate tone because the way you

form and phrase questions will influence how the responses will
be presented. This happens because the questions you ask and
how you ask them are emblematic of your thoughts, feelings, and
attitudes. They can convey such positive messages as:

“I care about you as a person.”
“I’m sincerely interested in your ideas.”
“I’d like to know so that I can help you solve your problems.”
“I’d like to understand you better.”

“I need specific information from you.”
“I want to help.”
“I want to stimulate you to think.”
“I want to stimulate a discussion.”

Even a manager with the best intentions may ask questions in a
way that places employees on the defensive. For example, such
questions as “Why do you have such a bad attitude?” or “How
many times have I told you not to do that?” are not really ques-
tions. They are actually adverse judgmental statements in the
form of questions. In these examples, the questioner is not really
interested in an answer; the true objective is to chastise or indict
the person being addressed.
When you ask the right questions in the right ways, you can
learn much from your employees. You can fi nd out what’s hap-
pening and why. You can gain valuable information and insights
to help you function better in your job. You can also learn about
what your employees are thinking, what turns them on, what turns
them off, what upsets them, what stimulates them, and more.
In your role as manager, a primary task is to get your staff to
contribute and participate. Communication is a two-way road.